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Taschenbuch. Condición: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Diploma Thesis from the year 2003 in the subject Business economics - Miscellaneous, grade: 1,3, Otto Beisheim School of Management Vallendar (unbekannt), language: English, abstract: Inhaltsangabe:Abstract:This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the self-assessment questionnaire that will be the core of the new Best Retailer service excellence award. Through an extensive literature review, success factors and empirically tested items for questionnaires were identified and assigned to the corresponding sections in the questionnaire. The result is a collection of questions that - if appropriately considered by management can help introducing service excellence in the retailing industry. The modus operandi of a possible future award competition is suggested to stay close the example of the IEA in order to leverage the existing brand. This should help to popularize the new award, to create outstanding showcases quickly, and to disseminate excellent management quality in the industry.Inhaltsverzeichnis:Inhaltsverzeichnis:AcknowledgementsIIList of abbreviations:3Executive Summary51.Introduction62.Retailing82.1Developments and Trends82.1.1Modern History of Retailing and Retailing Formats82.1.2Past and Future Trends112.2Strategies & Concepts182.2.1Retailing Classifications182.2.2Positioning202.2.3Strategies for Competitive Advantage212.2.4Scientific Concepts in Retailing232.3Success Factors in Retailing282.3.1Employees292.3.2Technology322.3.3Customer Service333.Service373.1Strategies and Concepts393.1.1Service Business Classifications393.1.2Strategies for Service firms413.1.3Excellence423.1.4Service Concepts in Literature493.2Service Management573.2.1Service Management Functions593.2.2The Service Process613.2.3The Service System613.3New Service Design & Development633.3.1The Service Concept643.3.2The Service Positioning Matrix643.3.3NSD Process Cycle663.3.4NSD-Innovation Matrix673.3.5Service Blueprinting683.4Service Quality and Customer Satisfaction693.4.1Overall Service Quality693.4.2Service Process Quality723.4.3Perceived Service Quality733.4.4Customer Satisfaction733.4.5Measurement of service quality and customer satisfaction774.Designing the new Service Excellence Award874.1General approaches to support management quality874.1.1National customer satisfaction indices874.1.2Certification initiatives894.1.3Award competitions904.2Evaluation of existing award competitions944.2.1Prerequisites for successful award competitions944.2.2Quality award competitions954.2.3Retail award competitions994.2.4Service award competitions1034.3The new Best Retailer service excellence award competition1064.3.1Motivation1064.3.2The Best Retailer questionnaire1064.3.3Award Specifications125Appendix127References138 160 pp. Englisch. …

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Taschenbuch. Condición: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Diploma Thesis from the year 2003 in the subject Business economics - Miscellaneous, grade: 1,3, Otto Beisheim School of Management Vallendar (unbekannt), language: English, abstract: Inhaltsangabe:Abstract:This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the self-assessment questionnaire that will be the core of the new Best Retailer service excellence award. Through an extensive literature review, success factors and empirically tested items for questionnaires were identified and assigned to the corresponding sections in the questionnaire. The result is a collection of questions that - if appropriately considered by management can help introducing service excellence in the retailing industry. The modus operandi of a possible future award competition is suggested to stay close the example of the IEA in order to leverage the existing brand. This should help to popularize the new award, to create outstanding showcases quickly, and to disseminate excellent management quality in the industry.Inhaltsverzeichnis:Inhaltsverzeichnis:AcknowledgementsIIList of abbreviations:3Executive Summary51.Introduction62.Retailing82.1Developments and Trends82.1.1Modern History of Retailing and Retailing Formats82.1.2Past and Future Trends112.2Strategies & Concepts182.2.1Retailing Classifications182.2.2Positioning202.2.3Strategies for Competitive Advantage212.2.4Scientific Concepts in Retailing232.3Success Factors in Retailing282.3.1Employees292.3.2Technology322.3.3Customer Service333.Service373.1Strategies and Concepts393.1.1Service Business Classifications393.1.2Strategies for Service firms413.1.3Excellence423.1.4Service Concepts in Literature493.2Service Management573.2.1Service Management Functions593.2.2The Service Process613.2.3The Service System613.3New Service Design & Development633.3.1The Service Concept643.3.2The Service Positioning Matrix643.3.3NSD Process Cycle663.3.4NSD-Innovation Matrix673.3.5Service Blueprinting683.4Service Quality and Customer Satisfaction693.4.1Overall Service Quality693.4.2Service Process Quality723.4.3Perceived Service Quality733.4.4Customer Satisfaction733.4.5Measurement of service quality and customer satisfaction774.Designing the new Service Excellence Award874.1General approaches to support management quality874.1.1National customer satisfaction indices874.1.2Certification initiatives894.1.3Award competitions904.2Evaluation of existing award competitions944.2.1Prerequisites for successful award competitions944.2.2Quality award competitions954.2.3Retail award competitions994.2.4Service award competitions1034.3The new Best Retailer service excellence award competition1064.3.1Motivation1064.3.2The Best Retailer questionnaire1064.3.3Award Specifications125Appendix127References138. …

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Condición: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Diploma Thesis from the year 2003 in the subject Business economics - Miscellaneous, grade: 1,3, Otto Beisheim School of Management Vallendar (unbekannt), language: English, abstract: Inhaltsangabe:Abstract:This thesis resolves the need for an industr. …

Taschenbuch. Condición: Neu. This item is printed on demand - Print on Demand Titel. Neuware -Inhaltsangabe:Abstract:This thesis resolves the need for an industry award for service excellence in retailing, based on a comprehensive framework to foster management quality. A service excellence framework is developed and the design for a new service excellence award is proposed. The proposed framework is based on the Industrial Excellence Award. In addition to the original four fundamental processes a fifth component is introduced: the customer. To complete the framework, the seven components of management quality known from the IEA are adopted. This framework is the structure for the self-assessment questionnaire that will be the core of the new Best Retailer service excellence award. Through an extensive literature review, success factors and empirically tested items for questionnaires were identified and assigned to the corresponding sections in the questionnaire. The result is a collection of questions that - if appropriately considered by management can help introducing service excellence in the retailing industry. The modus operandi of a possible future award competition is suggested to stay close the example of the IEA in order to leverage the existing brand. This should help to popularize the new award, to create outstanding showcases quickly, and to disseminate excellent management quality in the industry.Inhaltsverzeichnis:Inhaltsverzeichnis:AcknowledgementsIIList of abbreviations:3Executive Summary51.Introduction62.Retailing82.1Developments and Trends82.1.1Modern History of Retailing and Retailing Formats82.1.2Past and Future Trends112.2Strategies & Concepts182.2.1Retailing Classifications182.2.2Positioning202.2.3Strategies for Competitive Advantage212.2.4Scientific Concepts in Retailing232.3Success Factors in Retailing282.3.1Employees292.3.2Technology322.3.3Customer Service333.Service373.1Strategies and Concepts393.1.1Service Business Classifications393.1.2Strategies for Service firms413.1.3Excellence423.1.4Service Concepts in Literature493.2Service Management573.2.1Service Management Functions593.2.2The Service Process613.2.3The Service System613.3New Service Design & Development633.3.1The Service Concept643.3.2The Service Positioning Matrix643.3.3NSD Process Cycle663.3.4NSD-Innovation Matrix673.3.5Service Blueprinting683.4Service Quality and Customer Satisfaction693.4.1Overall Service Quality693.4.2Service Process Quality723.4.3Perceived Service [¿]Diplomica Verlag, Hermannstal 119k, 22119 Hamburg 160 pp. Englisch.…